Text Keywords Administration Overview

Text Keywords provide users with a simple "macro-expansion" capability when entering information into text fields on a case. This is commonly used on Case Text entries but will work with any Category defined as a string type.

For more information, see:

• Texts

• Category Types

You can also configure keywords for agents to use during a chat with a customer. These function as shortcuts for typing greetings or responses to a customer. Keywords work with all chat providers. None of the keyword expansions are provided by default, but are configured by an Emplifi Agent Administrator.

To enable this functionality, you define a common abbreviation or "keyword," and then you define the text that will be used to replace that keyword. You can also add dynamic placeholders to the text.

For an agent to use this feature, an agent types the keyword into any free-form text field on a case or in the chat window, then presses [Ctrl + F3]. If the keyword does not exist or is inactive nothing happens. If the keyword exists and is active, the keyword is replaced by the Description of the Keyword code. For example, after a keyword is configured, an agent could type "hello" and press [Ctrl + F3] and get the result, "Hello, how can I help you today?"

To set up text keywords:

1. In Administration, select Company Setup > Case Categories > Case Text Categories > Text Keyword.

2. Click the New Code button.

3. Enter an ID for the code. This is the keyword that the agent must type into the field or chat window.

4. Enter a description for the code.

5. In the Text Replace tab, type the keyword expansion text. This is the full text that displays to the customer.

When defining codes for text keywords, keep in mind the following:

• Use G02 code for text keywords. The code is limited to 40 characters. The Text Replace text and the description are limited to 255 characters.

• The code value is also the keyword.

• The replacement text should be entered into the Description field on the Code Definition.

Dynamic Placeholders

You can also choose to include dynamic placeholders in your keyword expansion text. These are useful for names or specific details on a case. These are automatically in Emplifi Agent and ready for use.

Some common placeholders are:

• {{agent:user_name}} = user name of logged in agent.

• {{agent:email}} = email of logged in agent.

• {{case:case_id}} = ID of the case currently being viewed.

• {{address:given_names}} = Given names of the first address on the case currently being viewed.

• {{case:b##_code}}

• {{case:b##_code_desc}}

• {{issue:c##_code}}

• {{issue:c##_code_desc}}

• {{address:given_names}}

• {{address:last_name}}

• {{address:email2}}

• {{address:email3}}

Available prefixes for placeholders are:

• agent

• case

• address

• attachment

• enclosure

• text

• issue

• letter

• otheraddress

• survey

Example:

The dynamic code called {{address:given_names}} looks up the name on the associated case. Using the above example, if you added the dynamic placeholder "Hello, how can I help you today, {{address:given_names}}?"

When an agent types "hello" and presses [Ctrl + F3], if the customer's name is Ethan, the text would read, "Hello, how can I help you today, Ethan?"

If a field defined in a placeholder does not exist, the placeholder will remain in the text.